Client Success Executive

Job Title: Client Success Executive

Type of employment: Permanent, Full-time, Remote

Location: This is a UK based role. This role is primarily remote, however there will be occasions where in-person client site visits are required. You need to be based in the UK and have the rights to work without visa sponsorship. We are unable to offer visa sponsorship for this position.

About ZigZag Global   

We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns, and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.  

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading enterprise retail clients include Zara, Superdry, New Look, Boden, Selfridges, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, and FedEx.  

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.  

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.  

Passionate and Collaborative Minds Wanted:

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.

Requirements

Position Overview:

A significant contributor to our future growth will be developing existing client relationships, to ensure we support the ever-changing B2C market. As part of our driven Client Success team, the Client Success Executive will be responsible for a shared portfolio of accounts, whilst supporting the growth of the business through a variety of value-add projects. The Client Success Executive will be exposed to all areas and will have a visible profile within the business.  

Key Responsibilities:

• Be the key point of contact for a shared portfolio of clients. 
• Ensure the smooth day-to-day running of accounts: raising, resolving or escalating issues as appropriate and relentlessly chasing down results.
• Perform weekly, monthly and quarterly retailer routines to monitor performance and identify risks, issues and opportunities and ensure retailers are trading to profile. 
• Support Client Onboarding in the successful handover of new clients from hypercare to business-as-usual trading. 
• Prepare, shape and lead client review meetings, prepare updates and take ownership of actions. 
• Prepare commercial proposals to support ongoing client contract renewals.
• Monitor and report on key insights relating to contact volumes by client and work in collaboration with Global Customer Support team to identify and escalate issues. 
• Confidently monitor and proactively improve the commercial standing of the client portfolio, through monitoring trends and capitalising on revenue opportunities and identifying areas of potential exposure.  Identify opportunities to upsell additional services to clients. 
• Demonstrate a willingness to go above and beyond the key responsibilities of the role. 

What you’ll need to be successful:

• Account Management and client focused solutions experience 
• Logistics/SaaS Sector experience is preferrable 
• Proficient in Microsoft Office suite 
• Excellent attention to detail 
• Ability to manage multiple projects and relationships simultaneously 
• Strong analytical and problem-solving skills, with a customer centric approach to resolutions 
• Strong commercial acumen and negotiation skills  
• Professional client facing skills, including confidence in presenting to senior stakeholders 
• Self-motivated, driven and tenacious 
• Passion for Continuous Improvement: Embody a commitment to continuous improvement, actively seeking opportunities to learn and grow both personally and professionally.  
• We before Me Collaboration: Prioritize collective success over individual achievements, demonstrating a "We before Me" attitude in collaborative projects and team goals.  

Benefits

• 24 days of annual leave, plus bank holidays — with extra holiday days awarded for each full year of service (up to 6 additional days). And to celebrate you, enjoy a bonus day off on your birthday!
• Paid volunteer day per year to support a cause you care about
• BUPA Private health insurance
• Employee referral bonus scheme
• L&D annual budget and time to utilize it
• Reduction of working hours during summer
• Working from abroad policy – up to 60 days in Europe and 30 days outside Europe